AccountId: 011433970860
ContactId: 0ae060c1-e3ca-464f-b529-2bbe06a05026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251559 ms
Total Talk Time (AGENT): 109896 ms
Total Talk Time (CUSTOMER): 71046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0ae060c1-e3ca-464f-b529-2bbe06a05026_20250408T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm just trying to get this uh this uh patient secondary, uh, put in into his chart.
[CUSTOMER][NEUTRAL] If you can look into it for me, please.
[AGENT][NEUTRAL] OK. Are you needing benefits or just eligibility?
[CUSTOMER][NEUTRAL] Yeah, just the benefits for his secondary.
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] He said it was 102-435-172 and I think he says ML 8.
[AGENT][NEUTRAL] OK, that's too many numbers. Do you have the member's social?
[AGENT][NEUTRAL] Or just the name, first and last name?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII]
[AGENT][NEUTRAL] And [PII] is spelled the normal way.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] I have to say like at least 3 or 4 times. What did you say? What did you say? It's so foggy.
[CUSTOMER][NEGATIVE] I was like, huh? And then he's getting mad. I was like, God, Jesus.
[AGENT][POSITIVE] It's no problem.
[AGENT][NEUTRAL] Let's see if I can find it.
[CUSTOMER][NEUTRAL] His birthday is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I did pull that member up.
[AGENT][NEUTRAL] And the policy number? No, I get it. The policy number, the correct policy number is 02.
[CUSTOMER][POSITIVE] Oh thank you, [PII].
[AGENT][NEUTRAL] 43
[AGENT][NEUTRAL] 5172.
[AGENT][NEUTRAL] I'm not sure where the 10 came from.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] So it's 0243.
[AGENT][NEUTRAL] 5172.
[CUSTOMER][NEUTRAL] So all the other stuff is not in there.
[AGENT][NEUTRAL] Yes, now the, the we're at the beginning it was 010 it's just 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for benefits for this member. Is this for outpatient inpatient office setting?
[CUSTOMER][NEUTRAL] It's outpatient hospital.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. This policy is showing currently active with the effective date of [PII].
[AGENT][NEUTRAL] For outpatient, the member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am. What is your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][POSITIVE] Can you please, thank you.
[AGENT][NEUTRAL] Yes, you're welcome. It is spelled [PII] Last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.